Performance Management: What, when and how to measure

When it comes to measuring and managing your contact center’s performance there are many things that need to be considered, especially as performance can be measured in accordance with the individual agent, teams and the entire center. During this webinar, Hussein Kamel, Senior WFM Consultant at Teleopti, will particularly focus on how to group different contact-center metrics together and achieve the right balance between customer experience, revenue and cost.

Join Hussein as he looks at which metrics should be monitored, who should be seeing what and how often they should be updated, as well as exploring the best approach to solving problems when performance metrics are missing their targets.